Director of Front of House Services

## Full Job Description {#jobDescriptionTitle}

**Director of FOH Services**

**

Role Summary:**

The Purpose of the Director of FOH Services position is to facilitate the execution of the

mission, vision, core values of Chick-fil-A McComb. The FOH Director is a leader

who has acquired a passion for developing others. They act as a coach and spread passion for

the guest experience and an unrelenting commitment to our story, processes, and culture. As a

member of the senior leadership team in the restaurant, you must be the expert, not just in

preventing lapses in the quality of the guest experience but in recognizing how to help less

experienced leaders see and shape the future as you have learned to do. Therefore, mastering

knowledge of our policies, procedures, facility, and systems is an absolute must.

**

4 Key Pillars of an FOH Director:**

• Wisdom from experience
• Perspective of the business
• Mastery of principles
• Skill set for sharing
  
  

**

The Focus Areas we are looking for:**

• Be a "REMARK-able" Team Member
• Provide leadership to ensure your S.H.I.F.T. operates with excellence
• Provide on-going coaching that fosters the CFA culture and operational excellence
• Perform FOH Director Duties
• Develops leaders of all levels to fulfill the Mission, Vision, and Core Values of Chick-fil-A
  
  

**

Measures of Success:**

• Store is achieving CEM and profit goals
• Team Leaders feel supported and showing professional growth
• Building the next generation of store leaders through coaching
• Enforcement of accountability to store policies, procedures and restaurant mission of "Be
  
  

World Class in all that we do"

**

REPORTS TO: Director of Operations**

Focus Areas Explained

• Be a "REMARK-able" Team Member
  
  

Being a Leader comes with the responsibility of being the example. Other TM's will take their

cues from your work ethic, values, attitude, conversation, etc. If you don't do things the "Chick-fil-A way", no one else can be expected to do likewise.

• Promote the CFA corporate and CFA McComb mission and core values
• Always strive to hold to the Chick-fil-A standard in everything
• Stay Humble, Hungry and Smart:
• **Humble**: a title is about service and responsibility
• **Hungry**: always look for more responsibility and more to do and learn
• **Smart**: have common sense about how to effectively work with TM's and interact with
  
  

guests

• Provide Leadership to ensure your S.H.I.F.T. operates with excellence
  
  

Take ownership of the shift and every aspect of FOH operations: DT, FC, Dining Room, CFA

Delivery, Mobile, and Catering. The goal is for the shift to run smoothly, excellently and for

Team Members and Guests to have a remarkable experience.

• "S" = "See and Be Seen": Always be AWARE of what is going on in the
  
  

restaurant. The first thing you should do when you arrive on your shift is greet your

TM's and then look to see if the shift is set up for success (Is the game plan made?

Are drinks, lowboys, condiments and supplies stocked for the next rush? Is the DR

clean?) Constantly be aware of the monitors, the operations, and each area of the

FOH. You should also be VISIBLE to your team and guests -- you are not visible to

anyone in the office.

• "H" = "Help out where Needed": Jump in and come to the aid of your team.
  
  

(Does the DR host need help? Does DT need a pusher? Does FC need an extra

register or server? Does HOH need help?) Avoid being tied down to any one position

for too long BUT put yourself into the critical part of the operation that needs help,

motivation or positive reinforcement.

• "I" = "Investigate & Influence": Be aware of red screens, check SOS, quality of
  
  

food and cleanliness and INFLUENCE the outcomes in these areas. People do what

is expected and what is INSPECTED. Always be checking on team performa ce and

do something about what you discover. Take ownership and keep a pulse on all

aspects of the store: DT, CFAD, FC, and DR. Ensure all areas of the business are

flowing smoothly, guests are being served, the DR and restrooms are clean, etc.

• "F" = "Float": Again, you should not be in any one position for a long period unless
  
  

absolutely necessary. FLOAT so you touch all areas of the restaurant.

• "T" = "Talk": COMMUNICATE with your team. Give DIRECTION and FEEDBACK.
  
  

Acknowledge and THANK team members when they work hard and represent the

business well. Communicate as needed with the HPLT on ops and issues.

Remember when you counsel and correct to separate the person from the issue and

focus on the issue and the corrective behavior.

• Provide Leadership that fosters the CFA culture and operational excellence
  
  

It's the TM's job to be attentive and courteous to Guests, it's your job to be attentive and

courteous to TM's. Serve and take care of your team and they will serve and take care of the

Guests! Although every new TM should receive thorough and effective training, over time things

are forgotten or standards slip. Be on the lookout for opportunities to keep TM behaviors and

performance in line with the Chick-fil-A way. The goal is to give our Guests a CONSISTENTLY

REMARKable experience EVERY time, reflected in high CEM scores.

• Ensure TM's are equipped to do their jobs with excellence
• Provide real-time AFFIRMATION when you observe TM's working hard and serving
  
  

Guests and performing tasks the "Chick-fil-A way"

• Provide real-time COACHING and correction when you observe TM's not serving
  
  

Guests or performing tasks according to Pathway or store standards

• Be on the lookout for any trends that need corporate re-training and report this to the
  
  

Director of Operations or send out a reminder to the team as appropriate (i.e. lack of the

Core Four, shakes over-portioned, poor order accuracy, etc.)

• Perform FOH Director Duties:
  
  

Here are the FOH Director duties you will receive training for. The goal is for you to feel

competent and confident in your responsibilities as an FOH Director:

• Execute FOH business plan and achieve store metrics on a monthly and quarterly basis.
• Oversee and assist shift leaders with daily operations
• Communicate any relevant details to the Director of Operations, incoming and outgoing
  
  

Team Leader and help set the next shift up for success.

• Help Director team and Operator understand operational and employee issues/patterns
  
  

that need addressing.

Plan, lead and execute weekly Team Leader Meetings in conjunction with the Director team.

Additional Responsibilities

• Oversee and develop the Assistant Drive Thru Director and ensure Drive Thru Captains
  
  

are properly developed and Drive Thru systems are being executed with excellence

• Oversee and develop the Assistant Director of Deli